Its Time to Name Names

[Paxton]

My Territory is back at Ford today to have the front Diff replaced. I asked for the car to be returned to me by 1500, because I had to have the car back. I called up today at 1430 and asked for my car back, and Ford told me that "Oh sorry Sir, we tried to call you at your office number to tell you that we had your car was not ready, however we couldn't get through". I asked what number they used, and they told me my OLD work number, yet EVERY time that I have had the car in, I have told them to change the number. They didn't change it. I was called at home and now I am now told 11 AM tomorrow, yet I needed that car by THIS AFTERNOON. Dominelli Ford at Kirrawee were absolutely HOPELESS in this matter. I am VERY close to selling the Territory in spite of Ford. Ferdie Dominelli is getting an abusive letter, because the Service guys LIED to me. I want my Territory back, however I have to wait until tomorrow. I now have to look for another service department, because I have been lied too many times. If Ford don't make me happy tomorrow, Look for a Black Territory for sale, because it will be mine. I am NOT HAPPY. Ford, this is NOT GOOD ENOUGH. I want my car to be fixed, and fixed well.

Lift your game Dominelli Ford.

[LTDHO]

Can you take this matter up with Ford direct and bypass the dealer?

[Laminge]

I haven't followed this through, but apart from the anger which is apparent in your post there seems to be more to the story.

How long have they had the car? What where the other issues? Why the delay?

[Paxton]

Originally Posted by Laminge

I haven't followed this through, but apart from the anger which is apparent in your post there seems to be more to the story.

How long have they had the car? What where the other issues? Why the delay?

Gary, If you read the Territory forums, My Territory is a Friday build. I have had it with them over the last 11 months about problems with my car, and every time the car returns from Ford, there are more problems than solutions. They only fixed the Ping because of my constant calling. I drive it away - the car is fine, however three days later, the car pings. I called them every day and they eventually fixed it. My Diff leaked (which is why it is with them), and they 'fixed it' once, however it leaked two days later. I am glad I sealed my garage floor, because I would not have been able to wipe it up. I am not going to say that the car has been all bad. I love driving it, and I have a spare car, however it is not the point. I was promised the car back today, however I have been LIED TOO, and when I demanded an apology by the dealer principal, they started making up excuses. I will not go back to Ford unless my car is PERFECT for the next 12,000 Kms (when my 45,000 Km service is due).


-Andrew

[EF302]

if it was put in this morning. then ur asking to much.

[SSBUB]

Originally Posted by fordboy

if it was put in this morning. then ur asking to much.

not if they stated it would be ready by 3pm. If they cant do it they should have said in the first place.

[MITCHAY]

Originally Posted by fordboy

if it was put in this morning. then ur asking to much.

Not if they promised it would be ready. If they knew it would take longer and could not make the time frame they should of said that before he brought it.

[parawolf]

Originally Posted by fordboy

if it was put in this morning. then ur asking to much.

No he isn't asking too much. If this was an organised fix - and it was dropped off at say 8am, and it was a full parts replacement not a pull apart, analyse and fix, then 6 hours is not unreasonable at all.

[Paxton]

Originally Posted by parawolf

No he isn't asking too much. If this was an organised fix - and it was dropped off at say 8am, and it was a full parts replacement not a pull apart, analyse and fix, then 6 hours is not unreasonable at all.

Like a good little boy, my car was at Ford by 7:30 AM. I was one of the first through the 'garage door', and when I handed the car over, I was told 'It would be ready by 1500'. I had my Wife finish work early to meet me, and drive me to Ford, but that didn't happen because of lies. I was lucky to catch her before she left, but tomorrow, Ford are getting my Taxi bill to pick up.

[GTP 320]

You reckon that they would have supplied you with a loan car from Ford.
Cheers John

[LTDHO]

Originally Posted by fordboy

if it was put in this morning. then ur asking to much.

It doesn't take a day to swap a diff!!

[parawolf]

Yeah i'm with John, they should have given him a loan car free.

[SSBUB]

you will have to tell us how it pans out when you shove a taxi bill in their face

[EF302]

Originally Posted by LTDHO

It doesn't take a day to swap a diff!!

depending on amount of customers. monday madness

[Paxton]

I was told that there was NO cars they could give me. I then asked for a BF Falcon, because they had about a dozen for demonstrators at the dealership, and in the warehouse above, but of-course, no, I can't have one of those. The BMW was used for the first time on a week day since I got the car, because of Ford's incompetence. All that was being done to the Territory was swap the Front Diff, and re-install a screw into the rear armrest, that my Brother-in-law broke on Sunday. I understand that Ford are hardworking, but I know that is isn't that hard to replace a diff in any car. Cabcharge here Ford come.

[Smoke Pursuit]

Pfft...

If they were a decent bunch they would give you a new car demonstrator to take home.. shows how uncommitted they are to their customers.

Our Territory is a joke, it rattles like an old freight train now when you drive it, its only done 11,000 kays, not to mention the other terminal issue with it that they are stuffing around with....

[VilkasBAMIIXR6T]

vilkas

[Bossxr8]

Originally Posted by VilkasBAMIIXR6T

As the owner of a Ford, I can say, been there, copped that. This is how Ford treats all of its warranty problems. Nothing but broken promises, p%^s poor communication and lousy workmanship. My BA XR8 spent 3 weeks off the road in less than 10 months. One occasion was for two weeks and they still didn't fix it properly!!

There customer service centre are incompetent, unhelpful, ill informed. totally bl*&dy useless.

Quality is not standard

And they probably wonder why their sales have been **** poor for the past few months. Are they ever going to understand poor quality and poor dealer servicing is driving customers away in droves never to return, especially now that they need them more than ever due to the high petrol prices.

[SSBUB]

Holden are like this too half the time...it seems dealerships in general kinda suck!!...your local mechanic who happens to be a car enthusiast like yourself, would no doubt give better service, its unfortunate that sometimes some people and their cars are tied to dealerships for warranty purposes....i took my holden in to ford to get fixed (its where i have my warranty and although i do not have to send it there for warranty purposes, i thought i would try them) for a whistling belt. Now the drive belts looked ok, but im no mechanic so i booked it in and they replaced the idler pulley....was quiet for a few days on start up, then started whistling again....took it back in and they replaced the drive belt and alls fine now. But logic says, if you go to the trouble of replacing an idler pully/tensioner or whatever the first time, surely you would notice a crappy belt needing to be changed?
On a 2nd occasion i noticed i was starting to chew through p/s fluid. It was actually starting to leak all over the alternator....fords solution was to replace all the hose clamps...wow they outdid themselves there....needless to say the car went back again and got a new p/s pump, new hoses and even a new resoviour....oddly the steering feels heavier now, i just dont know what to do about that one, its probably normal, but thats a whole other rant :
I guess dealerships take the cheaper option first as a rule of thumb.
I dunno, dealerships are dodgy...oh well theres my gripe

[ltd]

Take it to Jubilee Ford and talk to Tony the service manager. They don't BS you. Take all of our Fords their and even non Fords and they seem really intent on getting the job done. On many occasion, (like just a service) the car is finished early. The service advisors are very good too, and have all worked on the tools at Jubilee so they understand the polititcs of dealing with FoMoCo for warranty issues, and they'll tell you straightup how long it will be.

Also, it will help if you explain the problems you've had at Dominelli.

And BTW, there's a mechanic there that is so thourough I insist that he does all of our work (It's on my file that nobody touches my cars but him) and in the last 4 years I have never taken anything back for not being done or done incorrectly. I can tell you now that this guy is priceless.

[KEV EB XR8]

Albeit you have had a bad run with one ford dealer, I have to go into bat for some that i have dealings with. We traded an ed sedan in on a ssangyong musso 4wd , $22.000.00 car and got it for $15.000 because they are hard to sell, we took a punt and it was in the workshop for 4 weeks 2 days after we got it.
We were given a car to drive and the first payment was paid. to this day they have not worked out what was wrong with that car. they offered us a changeover 4wd in the yard to similar value, and we did.
A lesser dealer would have seen this same scenario in court im sure. But Clancy ford (bathurst) to their credit were very honarable.
Wont bore you with all the stories but between myself and my family,
Thompson ford. Sinclair ford. and Peter warren have all been great to deal with over a number of years.


Just to clarify - i am not related to any of the above and have never worked for Ford.

[Paxton]

My problems started when I first got my Territory. It had the fabled Power Window problem, and I was away. My Wife had the car, and when she took it to City Ford, they told her that they couldn't fix it for her on the spot, and told her to send the car back, with 'Your Husband', and we will fix the car. Needless to say, she, and I wasn't happy. I got the Power Window fixed, and I never took it back there again.

When it came time for the 15,000 KM service. I decided to try Dominelli Ford, and for the First Service, they were fine, however After giving them my NEW work number, they still called me to tell me my car was ready on my old number. The 30,000 Km service came, and they fixed all the problems, however they still couldn't fix my leak, or my Rear Air-Con vents. I don't have any kids, so the rear seats are having (still) air wasted on them. I asked for that to be fixed at the Peace Of Mind Service, and they claimed it was fixed.

Yesterday, I took my Still Leaking car into Ford. I asked what time it would be ready, and I was told 1500. I got a phone call at 1530, telling me that my car WAS NOT going to be ready until tomorrow (Today), and that there was NO WAY I could have a courtesy car. I own three cars, but thats not the point. My third car is a cruiser, not a daily driver. I need my Territory back. I still have no idea when the car will be ready, and if I don't get it before midday, there will be hell to pay. Today is, as we know, Melbourne Cup day and I have a hunch that Ford will knock off before the running of the Cup. I am going to ask for Adam Dominelli's contact details. He is going to be sent to this, and every other thread about my car, and if it isn't fixed, I will be going as far as 'Uncle Tom Gorman'.

[RED_EL_XR8]

So lets see you are going to contact the head of one of Australia's largest vehicle manufacturers and tell him you've taken you vehicle to any and every dealer, that you want consequential damages over a dealer not using a now out of date phone number and not having updated their record. You are going to go into a tirade about your third vehicle not being a daily driver. And your expecting him to act on this and still keep a straight face?

If you'll take a few seconds to calm down from blind rage and bouncing off walls, maybe you can listen to a bit of advice on how to have you problems resolved asap.

Problems happen, and when its with your vehicle it is mighty annoying. No-one likes being fobbed off, let down, or ignored when trying to get some service. But believe me a wild rant WIL NOT get your problems resolved.

Read back through and you will see a variety of opinions both good and bad of Sydney CBD Ford dealers, pick one and stick with them. Explain your problems in writing particularly any lingering or recurrent problems. Don't give up! By the same token screaming blue murder, ranting and tantrums will not help.

Your car being unavailable overnight is nothing compared with the inconvenience some have suffered and trust me this is not a Ford Only experience. The smart ones have stuck with it escalated the problem as required kept accurate records of all calls, times, costs incurred etc. If you wish to escalate to the top you had better have a accurate dossier of fact before you draw that card.

As for naming names your Andrew, I'm David, and Elvis's middle name was Aaron. It is unfortunate you are having problems and I hope they are resolved quickly by all means contact the service manager and dealer principal, but remember you will get nowhere ranting & raving.

I hope this helped.

[b2tf]

Originally Posted by RED_EL_XR8

So lets see you are going to contact the head of one of Australia's largest vehicle manufacturers and tell him you've taken you vehicle to any and every dealer, that you want consequential damages over a dealer not using a now out of date phone number and not having updated their record. You are going to go into a tirade about your third vehicle not being a daily driver. And your expecting him to act on this and still keep a straight face?

Hang on a second. He's quite entitled to go as far as he wants with this. Hell, Im writing a letter to Gorman about the All Ford Day and Hillis Ford's lack of support, which will be personally delivered to him on Friday. Does that make me an enraged idiot who's not thinking straight?

There's nothing wrong with venting a bit of frustration provided it is done in the proper way and through the proper channels.

Your car being unavailable overnight is nothing compared with the inconvenience some have suffered and trust me this is not a Ford Only experience.

Yes BUT that doesnt justify it happening does it?

[RED_EL_XR8]

Originally Posted by back2thefutura

Hang on a second. He's quite entitled to go as far as he wants with this. Hell, Im writing a letter to Gorman about the All Ford Day and Hillis Ford's lack of support, which will be personally delivered to him on Friday. Does that make me an enraged idiot who's not thinking straight?

There's nothing wrong with venting a bit of frustration provided it is done in the proper way and through the proper channels.



Yes BUT that doesnt justify it happening does it?

You misunderstand grasshopper! I did not say he was not entitled to write any letter, but I did advice against posting a maniacal and emotive rant, not to bother busy people without exhaustive attempt to resolve the issue at other levels!

Your bin man missing your bins, or recurrent squeak may be top of the list in your concerns but they may not be top of everyone else's list! You quote "provided it is done in the proper way and through the proper channels" at this point in time this would be neither the proper way nor the proper channel!!!

No there is little justification for promising a completion time and not delivering! It happens! The dealer did state they had tried to make contact and you must take this on face value.

Have you never made a mistake? Never underestimated the time taken to complete a task? Never forgotten to update an address, phone number or email?

A little reality please, I did not at any time say it was acceptable, but people have to decide what outcome they want most venting all their frustration, or getting their problem resolved. If feet stamping is your thing, go right ahead, but play devils advocate for 20 seconds and think of how you respond to someone behaving in that manner !

As to your own personal letter and its possibility of making you appear an idiot, that depends entirely on the tone, the content and the presentation of the issue at hand.

[parawolf]

Sorry - but it is not a matter of 'sticking to it'. I tried that with my AU. I went to a reputable dealership, my car got progressively worse. And worse. And worse. Everytime the dealership would service the AU, it would work for 2 days, and then get worse. They refused to do things I would ask for as a show of good faith as a customer which would make me feel better (I won't go into here, but they were not beyond the realms of unreasonable).

Now I don't know the full details - but I kept full records of every service attempt, every telephone call, every letter written and photocopies of every 'dealer survey' I sent back. You know what? not one telephone call from the dealer after the car had been returned to check that I am "okay", and not one call back from Ford CRC to return my complaints submitted by phone or letter.

I eventually traded the car in to the original dealer for a crap trade in price, and paid top dollar for a BA - which has been faultless. The way a car should be in this current day and age.

I have sufferred financially long term for buying a BA. The second it was sold, not a single telephone call from CRC, not a single telephone call from the original dealership. I've resigned to the fact that regardless of reputation you can still get a lemon vehicle and lemon service department.

Some ask why did I keep going back. Well I didn't want to spend 4 days with all my notes, diaries and service records to explain why a radiator needs replacing for the 4th time in 10,000km.

Ford after sales customer service sucks and not just the dealerships. If you get a good dealership hang onto them.

I'm selling my car because I don't need it. I love it by comparison to my AU, it has been no fuss motoring. I wish it as much luck as it has given me...

[Paxton]

Originally Posted by RED_EL_XR8

You misunderstand grasshopper! I did not say he was not entitled to write any letter, but I did advice against posting a maniacal and emotive rant, not to bother busy people without exhaustive attempt to resolve the issue at other levels!

Your bin man missing your bins, or recurrent squeek may be top of the list in your concerns but they may not be top of everyone elses list! You quote "provided it is done in the proper way and through the proper channels" at this point in time this would be neither the proper way nor the proper channel!!!

I understand exactly where you are coming from. I am just disappointed that I have been lied to, and have some problem getting through to some people about changing my details. Every time I go to Ford, they ask me if my details are correct (for example), and I tell them to change my work number. They still haven't. This is disappointment speaking. Uncle Tom won't get a letter, however I can still see that I need to calm down. I will try and find the Service manager, and talk with him. Hopefully he can sort something out.

[KEV EB XR8]

There are resources put in place for dispute settlement of this nature

MTA - being the first in my mind

Dept of fair trading - heavy handed but effective if you have a valid case.

As red el xr8 said , you must have all the t's crossed and i's dotted before using this avenue .
hope you clear it up mate....

[RED_EL_XR8]

Originally Posted by paxtonandrew

I understand exactly where you are coming from. I am just disappointed that I have been lied to, and have some problem getting through to some people about changing my details. Every time I go to Ford, they ask me if my details are correct (for example), and I tell them to change my work number. They still haven't. This is disappointment speaking. Uncle Tom won't get a letter, however I can still see that I need to calm down. I will try and find the Service manager, and talk with him. Hopefully he can sort something out.

Stand your ground! It is disappointing and not acceptable! Persistence and reason will see you getting a fair outcome!

[VilkasBAMIIXR6T]

Vilkas